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Real-Time Monitoring

What do you mean by real-time monitoring?

Real-time monitoring refers to the continuous and immediate observation of a system or process. It provides up-to-the-second data and insights, allowing for swift responses and decision-making based on current conditions.

What is the process of real-time monitoring?

The process involves:

  1. Data Collection: Sensors, software, or other tools continuously gather data from the target system or process.
  2. Data Analysis: The collected data is instantly analyzed to detect patterns, anomalies, or specific conditions.
  3. Alerts & Notifications: If predefined conditions are met or anomalies detected, the system can trigger alerts or notifications.
  4. Decision & Action: Based on the real-time insights, immediate decisions can be made, and actions can be initiated.

What is real-time monitoring in a call center?

In a call center context, real-time monitoring refers to the live supervision of calls and agent activities. Supervisors can listen to ongoing calls, view current call metrics, and monitor agent performance. This allows for instant feedback, and timely interventions, and ensures quality customer service.

What are the 4 types of monitoring?

  1. Formative Monitoring: Ongoing monitoring during a project or process to identify areas for improvement.
  2. Summative Monitoring: Conducted after the completion of a project or process to assess overall effectiveness.
  3. Process Monitoring: Focuses on how a particular task or operation is being carried out.
  4. Outcome Monitoring: Concentrates on the results or outcomes of a project or process, measuring its success or impact.